Terms and Conditions for Brent Carpet Cleaners

These Terms and Conditions set out the basis on which Brent Carpet Cleaners provides carpet cleaning and related domestic and commercial cleaning services in the UK. By making a booking, you agree to be bound by these terms, which are designed to create a clear, fair and professional service relationship between you and us. Throughout this document, references to we, us and our mean Brent Carpet Cleaners, and references to you and your mean the customer who places the booking or receives the service.

These terms apply to all carpet cleaning services we carry out, including standard cleaning, stain treatment, upholstery-related work where agreed, and any other similar service arranged in advance. If any special condition is discussed during the booking process, that condition will apply only if confirmed by us in writing or otherwise recorded in the booking details. Nothing in these terms affects your statutory rights under UK law.

We reserve the right to update these Terms and Conditions from time to time. The version in force at the time of your booking will normally apply to that service, unless we have informed you of a change before the booking is accepted. Please read these terms carefully before confirming any appointment. If you do not agree with them, you should not proceed with the booking.

Booking Process

Bookings may be requested by telephone, email, online form, messaging platform or any other method we may make available from time to time. A booking request does not create a contract until we have accepted it. Acceptance may be shown by written confirmation, an appointment notice, invoice, deposit request or by attendance at the property on the agreed date and time. We may decline any booking at our discretion, including where access is impractical, the service requested is unsuitable, or information provided appears incomplete or inaccurate.

At the time of booking, you must provide accurate details about the property, the cleaning area, the type of carpet or fabric, known stains, previous treatments, parking restrictions, access requirements and any relevant health, safety or environmental information. If the details you provide are incomplete or misleading, we may need to amend the quote, change the scope of work, or reschedule the appointment. Any estimate given before inspection is based on the information provided and may be adjusted if the actual condition of the carpets differs materially from the description.

Service Scope and Customer Responsibilities

Before the appointment, you must ensure that the cleaning area is reasonably accessible and prepared for work. This includes moving lightweight items where practicable, securing pets, protecting valuables, and arranging parking or access where required. We may decline to move heavy furniture, breakables, electrical items or fixtures that present a risk of damage or injury. If the area cannot be prepared, we may still attend, but any additional time or limitation caused by restricted access may affect the final service outcome or price.

You are responsible for informing us of any carpet defects, pre-existing wear, colour loss, loose seams, hidden cables, fragile flooring, underfloor heating, or prior contamination. We will use reasonable skill and care, but some issues may limit the effectiveness of professional carpet cleaning, especially where fibres are heavily worn, stained over a long period, or previously treated with unsuitable chemicals. Results can vary depending on fabric type, age, condition and environment, and we do not guarantee the complete removal of all stains, odours or marks.

We may refuse to use a product or method if we reasonably believe it could damage the surface or create a safety issue. Where suitable, we may offer alternative treatment options, but the final decision on method, equipment and products remains ours. Any request for a particular result should be treated as a target rather than an absolute promise unless we have expressly guaranteed that outcome in writing.

Payments and Charges

Prices may be provided as fixed quotes, estimated rates, minimum call-out charges, or hourly/day rates depending on the nature of the work. Unless otherwise agreed, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Any quote is based on the information available at the time and may change if the service required is different from what was originally described.

Payment is due in full on completion of the service unless we have agreed different terms in advance. Where a deposit, part-payment or advance payment is requested, the booking may not be secured until the required amount has been received. We may accept card payment, bank transfer, cash, invoice settlement or another method agreed beforehand. If payment is not made when due, we may charge reasonable recovery costs and reserve the right to suspend further work or refuse future bookings.

Any discount, promotion or special offer applies only to the conditions stated at the time it was issued. Promotional pricing cannot usually be combined with other offers unless we say otherwise. Additional work requested on the day, including extra rooms, stain treatment, deodorising, or extended drying-related measures, may be added to the final invoice if completed with your agreement. You remain responsible for ensuring payment is made even if a third party arranged the booking on your behalf.

Cancellations, Rescheduling and Missed Appointments

If you need to cancel or rearrange a booking, you must notify us as soon as reasonably possible. Cancellations made with sufficient notice may not incur a charge, but late cancellations may be subject to a fee to cover reserved time, travel planning and lost availability. The level of any charge will depend on the timing of the cancellation and whether any preparatory costs have already been incurred.

If we arrive at the property and are unable to gain access, carry out the work safely, or complete the service due to circumstances within your control, it may be treated as a missed appointment. In such cases, we may charge a call-out or cancellation fee. If we need to postpone because of severe weather, equipment failure, staff illness, unsafe conditions or another event beyond our reasonable control, we will try to rearrange the appointment at the earliest suitable time.

We may also reschedule a job if we reasonably believe that the appointment cannot be performed safely, lawfully or effectively on the booked date. Where possible, we will give notice and explain the reason. We will not be liable for indirect loss resulting from a cancellation or rescheduling where the issue was outside our control and we acted reasonably in the circumstances.

Liability and Limitations

We will carry out our services with reasonable care and skill. If we fail to do so, we will normally offer to re-perform the relevant part of the service where that is appropriate and possible. Our liability for direct loss caused by our negligence, breach of contract or breach of statutory duty is limited to the amount you paid for the service in question, except where the law does not allow such a limitation.

We are not responsible for damage caused by pre-existing defects, poor installation, hidden weakness in carpet fibres, unsuitable backing, colour instability, defective seams, or previous treatments that make the material vulnerable. We are also not liable for loss or damage resulting from your failure to follow our instructions before, during or after the service, including delays in drying, re-use of the area too soon, or exposure to traffic before the carpet has sufficiently dried.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. We are not responsible for business interruption, loss of profit, loss of opportunity, or any indirect or consequential loss unless such liability cannot lawfully be excluded. Where applicable, you should ensure that your own insurance covers items of value or circumstances outside our control.

Waste Regulations, Materials and Environmental Compliance

We aim to dispose of waste and residues responsibly and in accordance with applicable UK waste regulations. This may include used disposable materials, collected debris, wastewater, packaging, contaminated cloths, and other service-related waste generated during carpet cleaning operations. We will handle waste in a lawful manner and may separate or contain waste where necessary to minimise environmental impact and comply with duty-of-care obligations.

You must inform us in advance if the property contains hazardous substances, unusual contamination, biological matter, sharps, or any item that may require specialist disposal. We are not obligated to handle materials that fall outside standard cleaning waste, and we may refuse or stop work if we discover a substance or condition that presents a legal, environmental or health-and-safety concern. Where specialist disposal is required, additional charges may apply if we agree to continue the job lawfully.

We may use detergents, spotters and cleaning products that are suitable for the task, but you should advise us of allergies, sensitivities or restrictions before work begins. While we aim to choose products responsibly, some odours, residues or moisture may remain temporarily after treatment. You should allow reasonable ventilation and drying time and avoid placing furniture or coverings back onto treated areas until we advise that it is appropriate.

Customer Warranties and Indemnity

By booking our service, you confirm that you have authority to arrange the cleaning at the property and that you will cooperate with any reasonable instructions needed to carry out the work safely. You also warrant that the information you provide is accurate to the best of your knowledge and that no hidden condition has been deliberately withheld. If false or incomplete information causes extra cost, delay or damage, you may be responsible for those losses.

You agree to indemnify us against claims, costs or losses arising from your misuse of the service, failure to disclose known hazards, or breach of these terms, except where the loss was caused by our negligence or other liability that cannot legally be excluded. This indemnity does not apply where it would be unlawful or unreasonable to do so. If a third party is affected by your instructions or property condition, you are responsible for obtaining any required permissions before the appointment.

Force Majeure, Complaints and General Provisions

We are not liable for delay or failure to perform any obligation where the delay or failure results from events beyond our reasonable control. These may include severe weather, transport disruption, utility failure, fire, flood, industrial action, supply problems, government restrictions, or unexpected equipment breakdown. If such an event occurs, we will make reasonable efforts to notify you and arrange an alternative date where possible.

If you believe there is a problem with the service, you should notify us as soon as reasonably practicable and provide enough detail for us to review the matter. We may ask for photographs, a description of the issue, or a chance to inspect the affected area. Any complaint will be considered fairly, but failure to raise concerns promptly may affect our ability to assess the issue properly or offer a suitable remedy. No failure by us to enforce any term immediately will be treated as a waiver of that term.

Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction unless you are a consumer resident elsewhere in the UK and mandatory local consumer rules require a different court or law to apply. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force.

Brent Carpet Cleaners provides services under these terms in a manner intended to be transparent, proportionate and compliant with relevant UK consumer and trading standards requirements. By proceeding with a booking, you confirm that you have read, understood and accepted these terms and conditions for our UK carpet cleaning services and related work. Please retain a copy for your records.